Job Overview
Role: Associate (Technical Support) Location: Pune Experience: Freshers Qualification: B.E / B.Tech (Relevant Field) Key Skills: Technical Support, Customer Service, Documentation, Troubleshooting, Client Interaction, Process Adherence, Knowledge Management, Escalation
Job Description
For the Wipro Recruitment 2026 drive, the team is looking for an Associate to provide effective technical support. The role involves managing transactions as per quality standards and resolving client issues directly or through timely escalation to meet process Service Level Agreements (SLAs). You will field incoming help requests, document end-user issues, and troubleshoot queries in a user-friendly and professional manner, while also maintaining knowledge bases and identifying call log trends.
Roles and Responsibilities
- Client Interaction: Field incoming help requests from clients via telephone and email in a courteous manner.
- Documentation: Document all pertinent end-user identification information and the nature of the problem.
- Tracking: Record, track, and document all queries, problem-solving steps, and resolutions.
- Troubleshooting: Provide product support by performing question diagnosis and guiding users through step-by-step solutions.
- Process Adherence: Follow standard processes and procedures to resolve all client queries within defined SLAs.
- Knowledge Management: Maintain and update self-help documents and internal knowledge bases.
- Escalation: Identify red flags and escalate serious client issues to the Team Leader when necessary.
Skills and Eligibility Criteria
Educational Background: B.E / B.Tech in a relevant field.
Experience: Freshers
Mandatory Technical Skills:
- Ability to identify and learn product details to facilitate troubleshooting
Competencies:
- Strong Customer Service skills
- Ability to organize ideas and effectively communicate oral messages appropriate to listeners
- Willingness to undertake product trainings and ensure compliance with SLAs